Services
At Lotus and Scarab, Emma connects strategy to human outcomes, leading transformation, service design, and program delivery work that creates genuine impact, not just delivery for its own sake. She brings clarity, focus, and calm to complexity, ensuring initiatives succeed no matter the scale, sector, or geography.
Key Areas of Expertise
Strategy and CX Leadership
Emma leads customer experience strategy for essential services and complex organisations, connecting strategic direction to the real needs of the people and communities being served.
Service Design
She designs and improves services around genuine human need, for government, health, and community-facing organisations, turning strategy into experiences that actually work for the people using them.
Programme and Delivery Management
Emma brings the governance and delivery discipline that keeps complex programs on track, including integrated planning, reporting frameworks, and risk and budget management, without losing sight of why the work matters.
Transformation Leadership
She leads enterprise-wide transformation and digital change programs, including full-lifecycle change management from impact assessment through to adoption, across government, health, and enterprise environments.
Creative & Brand Leadership
Emma has managed large-scale campaigns and digital experiences for major global brands across technology, retail, and financial services, and led rebranding work from enterprise corporations to start-ups. She brings clarity and structure, ensuring creative ideas are executed smoothly and effectively.
Cross-Disciplinary Leadership & Business Analysis
Emma leads cross-disciplinary teams well: designers, strategists, developers, engineers, and community specialists, and translates complex business needs into clear business cases, procurement documentation, and decisions that stick.